I've found two bits of weirdness in the way Tickets Anywhere commands are processed:

1. If spiceworks is set NOT to alert the user on ticket close, then ANY reply sent via Tickets Anywhere that includes the #close command is NOT sent to the user (even if the option of forwarding comments on to the user IS selected).

If Spiceworks is set to alert the user on ticket close, then EVERY close is alerted to the user even is there's no text content to pass on to the user.

We don't want the users to really be aware of the ticketing process, we just want to use the ticketing system as a "to do list" for the IT staff. This means that we don't want to alert the user every time a ticket is closed, but we DO want any comment entered when a ticket IS closed to be passed on to the user. For example, we get many requests that require supplying the user with some very simple info (reboot, etc) and then closing the ticket to avoid stale tickets hanging around and ensure accurate ticketing stats. The most efficent way of doing this via Tickets Anywhere is to simply reply to the ticket notification with the info to send to the user and finish the email with #close.

However we'd been doing this for over two weeks before we realised that because we were closing the ticket at the same time as sending the reply that the reply wasn't being sent on. We certainly do NOT want EVERY ticket close to send the user a notification of close though, however we DO want any info entered into the ticket during a close to be sent on.

i.e. we want the option to prevent "empty" ticket close notifications being sent to the users.

2. If you use Tickets Anywhere to #close a ticket that is already closed, the ticket gets re-opened and left re-opened. The #close command is embedded in the ticket, but the ticket stays re-opened.

CraigM - thanks for this! If only all software companies actually listened to their users like this... think of the bliss! :-D

I'm hoping to get time to clone our existing install to a testing VM and do a trial upgrade to 4.5 soon. Although connecting this to email might probably be difficult, it might be able to give us an idea and provide feedback if needed?

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